Frequently Asked Questions
We've made your life easier, by answering a whole host of your frequently asked questions. We've tried to answer everything from products, to delivery and everything in between. Our team is on hand Monday to Saturday so if you have any other questions, just give us a call. Some of our services may have changed, please visit our COVID page for updates on deliveries and customer services.
General
Our lines are open from 9 AM to 5 PM Monday to Friday and 10 AM to 4 PM on Saturday and Sunday.
Delivery
For all your questions about delivery including cost, international shipping availability or tracking your order click here
Orders
If your order hasn't arrived, or you've not received the correct product from us, you can find a range of answers here
Payments
We accept Visa Credit, Visa Debit, Mastercard, Paypal and Amazon Pay as well as Novuna who offer an easy to use finance option. For more answers on payments click here
Products
If you'd like to know the availability of a particular product, or about measurements of our gardens sets, our products section will answer the questions you may have. View more
Others
if you can't find the answer that you're looking for, then call us today and our customer service team will be on hand. Call us on 0800 088 3333
General
We are currently experiencing high levels of demand and are responding to emails as quickly as possible.
Our normal hours of business for our Customer Service Team are 9.00 am to 5.00 pm Monday to Friday, 10.00 am to 4.00 pm on Saturdays and Sundays.
We are currently experiencing high levels of demand, and we will get to you as quickly as possible. Most customers are not experiencing any notable delays.
Yes, all of our products come with a 7-year guarantee, covering the structure of the frame from any manufacturing or material defects. We also offer a 12- month guarantee on cushion covers and foams. Our 2-year guarantee protects the fading, cracking and peeling of our outdoor synthetic rattan weaves and, on top of all this, we also offer a 1-year guarantee on our outdoor furniture covers, cushion covers and cushion foams.
Delivery
During the checkout process, you'll have several delivery options. Our delivery options start from £9.99 which is the charge for our mainland UK addresses. Information on addresses not in mainland UK can be found on section 3 of our Delivery & Returns page. Next day delivery is also an option, but orders must be placed before 10 am Monday to Friday and an additional charge will incur. Any orders after 10 am on Friday and the weekend will be delivered on Tuesday. You'll also be able to select a Saturday delivery, which comes with a £44.95 surcharge. To qualify for Saturday delivery you must place your order before 10 am on Friday.
Order by midnight, 22nd December for delivery before Christmas - Applies to ‘In Stock’, ‘Standard’ items and applies to GB mainland only. Excludes ‘Small’ items which must be ordered by 10 am, 22nd December for delivery before Christmas. All delivery dates and/or times are estimated and are subject to stock availability and delivery location. We reserve the right to alter or amend estimated delivery dates or times in exceptional circumstances.
We’re disappointed that your delivery hasn’t arrived on time. Please contact us with your order number and we’ll get your order located and delivered as soon as we can.
You'll be able to select a delivery date of your choice at the checkout. Most of our couriers will give you a 2-hour time slot as to when they'll deliver your order, but this does depend on the specific courier that is delivering your item. There is no way of us guaranteeing a specific time slot for your delivery, should you not be available or if our delivery driver fails to deliver your order, a new delivery date will be rearranged.
Delivery to all mainland UK addresses is available for £9.99! For customers further afield we normally apply a £100 surcharge, plus VAT, to the total value at the checkout. These areas include Scottish Highlands, Scottish Offshore Islands, Northern Ireland, Isle of Man, Republic of Ireland, Jersey and the Channel Islands. Some areas of Scotland may incur an additional surcharge.
Delivery cost will also incur if you select our Saturday delivery option. Saturday deliveries are available to be selected during the checkout process, but you'll need to order before 10 am on Friday to ensure your order can be fulfilled.
Your order can be tracked via the My Order portal by clicking here. You will need your order number or web reference number and postcode.
We are not currently able to ship to addresses outside UK borders, but keep checking with us as it’s something we want to be able to support our customers with in future.
If you’re not quite ready for us to deliver your item, that’s not a problem just contact us. Simply email us with your order number and the time that you’d prefer, and we’ll try to deliver your item when it suits you.
Yes, we do deliver to the Isle of Man, the delivery cost is around £120 and usually takes around 5-10 working days.
Yes, we do deliver to Ireland, the delivery cost is around £120 and usually takes around 5-10 working days.
This all depends on the courier that is used to deliver to your address. If you need assistance with getting it into your garden then contact us and we’ll try to get this arranged.
If you’d prefer to collect your order, then that’s not a problem. Our warehouses are located in two different areas. Please make sure you contact us to let us know you’d like to collect, so we can give you the correct collection postcode.
Orders
If you would like to add/change or cancel an order, you can do this at any point until your order has been dispatched ready for delivery. If your order has already been dispatched or delivered, then you will need to follow our returns procedure, below.
Please refer to our terms and conditions
If you are not entirely satisfied with your purchase please contact our customer service team on 0800 088 3333. We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure. For more details please see our terms and conditions.
If you remain unhappy with our final response, you may be entitled to refer your complaint to The Furniture and Home Improvement Ombudsman and we are bound to follow any decision that they make. To find out more about The Ombudsman and how you might be able to use their dispute resolution service visit their website or telephone them on 0333 241 3209.
If you placed an order and the item is currently out of stock or there is a lead time for delivery, you can pay a deposit of 10% to secure your order. We would, of course, need the balance to be paid before we dispatch the furniture for delivery (as stated above).
If your purchase isn’t quite what you’re after then don’t hesitate to get yourself a different set, but charges will apply to pick up and drop off your new furniture. To exchange your order simply email our team with your order number and the product that you’d like to receive.
Payments
We have a range of payment options available for our customers. We accept credit and debit card payments over the website and over the phone, apart from American Express. We accept payments through PayPal and also cash payments on collection from our warehouse directly. Finance options are also available.
Yes, we always need to take the full payment from you before we dispatch your item.
Yes, we have recently added a pay by finance option for orders over £599.00. This involves 10 equal monthly payments with 0% interest, your payment schedule on finance does not commence until 30 days after your furniture has been delivered.
Please refer to our finance page
All of our promotions are advertised on the site so you know which discounts are currently on offer, or you can sign up to our newsletter and we’ll keep you updated on our current updates. Once you receive your discount code, you then need to find an item that is valid in the discount and add it to your basket. Click the promo code button and add your discount which will then be taken off once you press apply.
We keep our products at the lowest prices possible, so we sadly cannot offer a trade discount. We do, however, offer a discount on large orders that go over a minimum spend amount, but this will need to be discussed with a member of the customer service team.
We have a variety of payment options available so completing your order can be made easy. You can pay via VISA, Mastercard, PayPal, Amazon Pay and we also have Novuna as an easy to use finance option.
If you have paid through one of our finance options, Amazon Pay or PayPal there can sometimes be a delay of up to 24 hours. This kind of delay means that our delivery service will also be delayed, which might mean we miss your selected delivery time. A refund for your delivery cost will then be issued, and a new delivery date will be rearranged.
Products
Synthetic Rattan is what our garden furniture is made from. Its contemporary design reflects our innovative vision to create products that are ahead of the trends. The weave is made using synthetic rattan to ensure that the furniture is all weatherproof, as natural rattan would rot outdoors. This gives customers the luxury of having the best of both worlds.
You can view our guide to buying rattan furniture here.
No, this is a budget set and we do not supply a base or back cushion for this range.
Yes, the furniture frame can be left outdoors uncovered. Please note, the cushion covers are only shower proof and need to be taken indoors over winter, or during heavy rainfall. The outdoor cover (if supplied with the range you have ordered) is to protect the frame only.
Yes, they have a base and back cushion for both chairs and the sofa. This item is also flat packed on delivery and will require assembly.
Yes, but the cover is only for the table, not for the accompanying chairs. We do not sell or provide free covers for any of our dining chair ranges.
- Rectangular Table – 180 x 100cm (some assembly required)
- Small Rectangular Table – 140 x 90cm (some assembly required)
- Open Leg Rectangular Table – 160 x 190cm (some assembly required)
- Large Round Table – 160cm diameter (some assembly required)
- Open Leg Square Table – 90 x 90cm (some assembly required)
- Small Round Table – 105 diameter (some assembly required)
- Barcelona Table size 5 and 9 Piece – 120cm by 120cm (some assembly required)
- Barcelona Table size 7 and 13 piece – 180cm by 120cm (some assembly required)
Yes, we supply the additional glass tops for our tables, please be advised that glass is bespoke to our furniture ranges and will not be suitable for a table purchased from a competitor.
Abaca is a close relative of the banana plant family, and is the native to the Philippines. It is known worldwide for its exceptional strength and flexibility to bend and shape.
Our conservatory furniture corner sofas are made to fit, and are normally built on site at the delivery address. Before ordering, we would suggest that you measure the room which the furniture is for, so you are aware of the dimensions you have to work with. When measuring for a corner sofa, we would advise you measure from the corner to the end point on each side - our skilfully trained staff can assist you in finding the right size for you. For more information, see our measuring guide.
Our website is updated every day to reflect our current stock situation, alternatively you can contact to our customer service team, by emailing customerservices@rattandirect.co.uk and they will be able to confirm the availability of all items.
We have a wide range of products available for our conservatory and garden furniture. If you have made an order, and wish to order spare items or extra items, we would advise contacting our customer service team at customerservices@rattandirect.co.uk who are always happy to help and can advise if this would be available.
Yes, for our indoor furniture only. Our conservatory furniture range offers you the opportunity to order additional cushion covers, we can supply an additional sets from our existing colour range. A list of our prices can be found on our website, alternatively you can contact our customer service team at customerservices@rattandirect.co.uk
Every reasonable care has been taken to ensure that the descriptions and colour matching are accurate. Not all our ranges are supplied by the same supplier, which may result in some colour match issues; please ask before purchase of multiple ranges. This will also affect the cushion covers on different ranges, where possible, we will advise of any issues, but this will be down to personal preference.
Unfortunately, this is due to the way in which they are mail order packaged and sent direct from our factories, the creases will naturally drop out over time however, you can speed this process up by ironing the covers with a low temperature setting.
Some cushions are packed underneath the furniture, so please fully check, under your furniture, before contacting us regarding your missing cushions.
We try to ensure all fixtures and fitting are securely taped inside boxes, before they leave our warehouse. They can at times become loose inside the boxes, whilst in transit. If you suspect you are missing fixtures and fittings, please fully check the box and furniture before contacting us.
We advise washing the cushions with normal detergent at 30 degrees, however we cannot guarantee this will remove the mould and mildew. Please try to keep your cushions indoors whilst not in use.
The delivery lead time for replacement cushions is 7 weeks.
The glass used on our outdoor furniture is tempered glass. Tempered glass is less likely to break than regular glass, but if it does it will break into small pieces rather than shards of glass, this brings extra protection and safety.
Indoors. Our cushions are not waterproof, so if you want to keep them in pristine condition then we always advise to keep them indoors, when they are not being used.
All cushions in the set are included unless stated otherwise. If you’re wanting a different colour to the one pictured in the set, then you’ll have to purchase a different colour from our cushion collection.
Yes, cushion covers can become dirty when they’re left outside for long periods, and small stains can appear after everyday wear and tear. We advise that you wash our cushion covers at 30°, so they don’t get damaged in the wash.
The outdoor cushions are all showerproof, which means they can stand being wet, but not for long periods. We always advise that bringing your cushions inside or placing them in an outdoor storage unit will lead to a longer lifespan.
Assembling products varies from each set that we sell. If assembly is required it will be stated on the product page. We have assembly instructions within each of our products to make it easy for you to construct. Don’t worry if you can’t find your instructions, as you can print a copy off at home from our assembly instructions page.
This varies depending on the size of each corner sofa. When selecting your corner sofa, you’ll see the size on the drop-down menu. Below shows the number of cushions that will be added – depending on the size.
- Size: 154cm – 161cm – 1 cushion
- Size: 209cm – 216cm – 2 cushions
- Size: 229cm – 236cm – 2 cushions
- Size: 264cm – 271cm – 2 cushions
- Size: Drop End (150cm) – 1 cushion; no arm
NOTE: Does not include the corner cushions.
A drop end means that there are no arms on the side of the sofa or chair.
No, but we understand that they might not be to everyone’s taste, and that’s why there’s an option to buy another cushion set that you might prefer in our accessories collection.
Although our products are all designed to last a lengthy period of time, we do offer a smaller warranty on our outdoor covers, cushions and accessories. You’ll have 12-months cover on these accessories, so if the worst happens and they become damaged, we’ll do our best to rectify the problem. Please visit the contact us page to get in touch.
We’re confident that your weave won’t become damaged, and that’s why we offer a 24-month warranty on the Rattan weave, to give you peace of mind after purchase.
No, our fire pit tables do not come with a gas bottle. We recommend purchasing a 13kg propane canister.
If you want to store your gas fire pit table indoors you'll need to disconnect the gas cylinder from the appliance. Gas cylinders must have dust caps tightly installed and should never be stored in a building, garage or any enclosed area.
0800 088 3333